Videos

You can't always get what you want. And when it comes to CSMing, that almost always means...data worth a damn. Kristi and Stino share tactics for FIGHTING for better data or, in lieu of that, how to still get your point across without it. Subscribe to the Lifetime Value newsletter:…

Episode 149: Rob's thinking of writing a book... ⏱️ Timestamps: 00:00:00 - Intro 00:01:33 - Brainstorming customer success book ideas 00:02:11 - Children's book meets customer success 00:04:05 - Complex analogies: rocketships and rentals 00:05:19 - "Playbooks": a minimalist coffee table staple 00:07:47 - Exploring AI’s potential in customer success…

Episode 148: Stephen Wise returns to further elaborate on how he thinks about CS personas. ⏱️ Timestamps: 00:00:00 - Intro 00:02:12 - Key questions to shape your CS strategy 00:03:12 - Understanding product responsibilities post-sale 00:05:04 - Aligning CS vision with product teams 00:07:25 - Relationship vs. project management in…

From episode 147, Chris Tazewell explains what skills serve a CSM best.

Episode 147: Recovering salesperson Chris Tazewell shares how he made the leap to customer success. ⏱️ Timestamps: 00:00:00 - Samuel L. Jackson 00:02:10 - Breaking into customer success 00:03:13 - The bridge between sales and CS 00:05:43 - First impressions of customer success 00:06:37 - The art of adjacent learning…

Episode 146: The guys debate the proper customer success compensation structure. ⏱️ Timestamps: 00:00:00 - Intro 00:01:04 - Talking turkey: variable comp ideas 00:03:11 - The pitfalls of broad comp goals 00:04:01 - JP’s take on perfect variable comp 00:06:49 - Incentives, quotas, and commissions 00:10:03 - Keep comp plans…

What’s the right coverage ratio for your CSMs? Jeff Kushmerek shares common considerations.

Episode 145: Jeff Kushmerek crunched the numbers and has some insights to share. ⏱️ Timestamps: 00:00:00 - Intro 00:01:06 - CSM coverage: A burning question for leaders 00:02:44 - How much time should CSMs spend with clients? 00:05:33 - Customizing customer success strategies 00:07:15 - The real boardroom concern: Margins…

#TDSU 144 | Michaela Carpenter #customersuccess #business #saas #slovakia

Episode 144: Michaela Carpenter gives a history lesson. ⏱️ Timestamps: 00:00:00 - Intro 00:00:42 - Michaela’s background: Cybersecurity to OPLAN 00:01:09 - Why Slovakia lags in customer success 00:01:37 - The post-communism syndrome impact 00:03:08 - How Slovakia’s customer mindset is shifting 00:04:24 - Cultural nuances in customer success 00:07:50…

When it comes to your career, it’s up to you. #customersuccess #saas #career #careeradvice

Episode 143: Brittany Casey gives the guys a pep talk. ⏱️ Timestamps: 00:00:00 - Intro 00:02:16 - Transitioning to growth and marketing 00:03:08 - Halloween decor and family life 00:04:10 - The customer success dilemma 00:06:14 - Juggling revenue and customer care 00:07:18 - Brittany's career shift to customer engagement…

Episode 142: Dan Schmith suggests a slightly different approach to customer onboarding. ⏱️ Timestamps: 00:00:00 - Intro 00:01:32 - The importance of getting customer onboarding right 00:02:14 - Focusing on first impressions and success outcomes 00:03:58 - The art of slowing customers down 00:06:46 - Quantifying success from day one…

Complexity ≠ value From #TDSU Episode 140: Jenny Calvert wants you to earn the right to scale. #complexity #value #customersuccess #wizardofoz #behindthecurtain

Episode 141: Someone figured it all out. ⏱️ Timestamps: 00:00:00 - Intro 00:01:40 - The gamification of everyday life 00:02:24 - Reddit's CSM MVP debate 00:03:44 - Is "earning respect" the right approach? 00:05:21 - Challenging CSM misconceptions 00:06:51 - Winning over product teams 00:10:05 - Product adoption: A deeper…

Episode 140: Jenny Calvert wants you to earn the right to scale. ⏱️ Timestamps: 00:00:00 – Humans vs automation from day one 00:00:33 – Introducing the hosts and the guests 00:01:45 – The overcomplication of customer success 00:02:22 – Early stage startups and digital touch pitfalls 00:03:40 – The importance…

Episode 139: How can you stay ahead of CS globalization? Dana Soza has some ideas. ⏱️ Timestamps: 00:00:00 - Challenges in customer success today 00:00:27 - Introduction to the daily standup 00:01:02 - Dana’s impressive background in SaaS 00:02:01 - The shift in customer success careers 00:03:54 - Benefits of…

What should you be leaving out of your customer health calculation? #TDSU 137 | Diane Gordon https://www.lifetimevaluemedia.com/tdsu/137

Episode 138: Most companies are squandering a golden opportunity. ⏱️ Timestamps: 00:00:00 - Everyone wants success, no one wants data work 00:00:23 - Introducing Irwin 00:01:27 - Why customer contact databases fall short 00:03:58 - Data responsibility: Who should own it? 00:04:47 - Clean data unlocks limitless potential 00:06:30 -…

Episode 137: Diane Gordon's been doing this for over three decades, and the margin for error is still too damn high. ⏱️ Timestamps: 00:00:00 - Intro 00:00:54 - A customer experience nerd 00:01:31 - Struggling with retention forecasting 00:02:50 - Trust no health score 00:03:10 - Health scores: More of…

Learn to be a pattern #disruptor Using #psychology to get peoples' #attention #customersuccess #listenbeforeyouspeak

Binge or cringe: conference season 💁‍♀️ #TDSU 125 | Maryann Lazzeri @lifetimevalue

Episode 136: What's the changing of one little letter mean, anyways? ⏱️ Timestamps: 00:00:00 - Intro 00:01:21 - Customer success vs. customer experience 00:02:33 - Do titles even matter at all? 00:03:32 - CX vs. CS: Is it just marketing hype? 00:04:46 - The blurred lines between CX and CS…